CIS-CSM Case Management Practice Question
Which THREE factors influence Advanced Work Assignment (AWA) routing?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Service Channel
AWA uses Service Channels, Assignment Rules, and Agent Capacity to route work items efficiently.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Service Channel
Why this is correct
Service Channels define how work is routed into queues.
- ✓
Agent Capacity
Why this is correct
AWA checks if an agent has the capacity to take on new work.
- ✓
Assignment Rule
Why this is correct
Assignment rules determine the logic for directing the work to specific queues or agents.
- ✗
Case Priority
Why it's wrong here
Priority is an attribute of the case, but AWA uses assignment rules to process priority.
- ✗
System Performance
Why it's wrong here
Performance is not a routing logic factor.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-CSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-CSM exam.